My responsibilities included serving as the first tier for help desk support for the entire IT network of Vantage UC, performing data warehousing, FTPs, virtual room allocation for videoconferencing, and servicing backup media daily. I identified and troubleshoot to eliminate downtime, resolving more than 65% of technical issues on the call & correctly assigning incidents to level 2 and 3 engineers if needed. Used software like Microsoft Dynamic CRM, Real Presence Polycom Studio, Tableau and RTX Manager to maintain and record customers’ needs and data. Providing support and solutions, both desktop and remote, to solve current and future videoconferencing and communication issues was a part of my daily routine. Have organised and hosted training for IT Service Desk new joiners time and again. Analysing workflow process disruptions; including simulating complex rating errors and designing solutions was also part of my work.I was responsible for executing project management tasks between end-users and network engineers, creating scope & design. Also, created user guides and manuals for onsite and offsite use of Polycom Commbox, Microsoft azure and other video-conferencing tools for clients

Throughout my role as a web developer, i have written efficient code to create the website as per clients’ requirements. I have maintained and enhanced the website once built to ensure the website runs smoothly and provide solution on any future problems if needed.To provide clients with the best possible outcome, i am constantly researching and practicing different software programs, maintaining software documentation. Every website goes through white box and black box testing to ensure minimum errors as possible.